초록 열기/닫기 버튼
The study purpose was to explore the relationship between work courtesy and employees’ perceived service quality among family restaurants in Busan. The study results indicated that work courtesy in family restaurants in Busan made a significant effect on employees’ perceived service quality. Image-making, behavioral etiquette, human relations etiquette, and kindness and service mentality in work courtesy were the factors significantly influencing employees’ perceived service quality. The detailed results showed as follows. First, the high degree of work courtesy was considered to influence employees’ perceived tangibility. Secondly, the work courtesy was found to positively influence perceived reliability. Thirdly, it was considered to positively influence employees’ perceived responsiveness. Fourthly, it was found to influence perceived assurance. Fifthly, it was considered to positively influence the perceived empathy.
키워드열기/닫기 버튼
work courtesy, service quality, family restaurant
